At credit unions, focus on customer experience
by: Ashley Binder
Consider your worst customer service experience. Perhaps it began by waiting in a needlessly long line, leaving you aggravated before you reach the front. Then a seemingly simple request to make an exchange devolves into a customer service representative’s dramatic change in demeanor because they, too, have just had enough of this never-ending line. Tempers flare and you are seeing red.
Once you’ve shaken yourself out of that unpleasant memory, consider your best customer service experience. You approach the rep with a request and they are genuinely happy to help you solve the issue. They thank you for your business. You comment on their kindness and thank them for helping you. Gold star earned.
Great customer service is not to be underestimated, particularly at a financial institution. It instills loyalty in current clients, spreads word of mouth to attract new ones, and eases the transition for those newly acquired. As a consumer, there’s some degree of anxiety to be faced when trusting your hard-earned money to various entities, and that anxiety only grows as the number does. A credit union with an excellent reputation for customer service can bridge the gap and ease the worries that come along with having to entrust your money to an outside party.
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